Customer Inter@ction Solutions: November 2003 Table Of Contents

ITEXPO begins in: New Coverage : Asterisk | Fax Software | SIP Phones | Small Cells

CUSTOMER INTER@CTION Solutions

November 2003

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Taking Advantage Of Web Self-Care To Meet Client Needs

Finding A Place To Call Home

CALL CENTER/CRM MANAGEMENT SCOPE
The Missing Pieces Of Workforce Management

Workforce Optimization:
Killing Two Birds with One Stone

CRM
CRM For The Mobile Workforce '
The Past, The Present, The Future

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DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani

High Priority!
By Rich Tehrani

INDUSTRY NEWS
Customer Inter@ction News

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